Operation Manager

Department: Operations
Reporting To: Owner / Management

Role Summary

The Hotel Manager is responsible for overseeing the overall operations of the hotel, ensuring smooth day-to-day functioning, guest satisfaction, staff management, financial control, and compliance with hotel standards. The role acts as the single point of accountability for operational performance and service quality.

Key Responsibilities

Operations Management

• Oversee daily hotel operations including rooms, reception, housekeeping, security, and maintenance

• Ensure smooth check-in/check-out processes and guest flow

• Monitor room occupancy, service quality, and operational efficiency

Guest Experience & Service Quality

• Ensure high standards of guest service and satisfaction

• Handle escalated guest complaints and resolve issues professionally

• Maintain hospitality standards and brand image

Staff Management

• Supervise, schedule, and coordinate hotel staff

• Ensure proper shift allocation and attendance discipline

• Conduct staff briefing and performance monitoring

• Coordinate with HR/payroll for attendance and salary processing

Financial & Cost Control

• Monitor daily revenue and expenses

• Control operational costs and reduce wastage

• Ensure billing accuracy and coordination with accounts

• Share daily and monthly performance reports with management

Inventory & Vendor Coordination

• Monitor hotel inventory and stock usage

• Coordinate with vendors for supplies and services

• Ensure timely procurement within approved budgets

System & Reporting

• Use hotel management software / CRM for operations tracking

• Review dashboards, reports, and KPIs

• Ensure accurate data entry and reporting

Compliance & Safety

• Ensure adherence to safety, hygiene, and hotel policies

• Coordinate for maintenance, repairs, and statutory requirements

• Ensure security protocols are followed

Skills & Competencies

• Strong leadership and decision-making skills

• Excellent communication and problem-solving ability

• Basic financial and cost-control knowledge

• Ability to manage multiple departments

• Proficiency in hotel software / POS systems

Qualification & Experience

• Graduate in Hotel Management or equivalent preferred

• Minimum 2–5 years experience in hotel operations

• Prior supervisory or managerial role preferred

Working Hours

• 10:00 AM – 9:00 PM

• Weekly off as per company policy

Key Performance Indicators (KPIs)

• Guest satisfaction score

• Occupancy and revenue performance

• Cost control and expense management

• Staff productivity and discipline

• Compliance and audit readiness

• It is a Full Time Recruiter / HR / Admin job for candidates with 1 - 4 years of experience.